Complaints Procedure

Association of Serviced Apartment Providers (ASAP)

Effective from: June 2026

Next review: June 2028

1. Purpose

ASAP is a UK trade association supporting high standards in the serviced apartment/short‑term rental sector. We welcome feedback and handle complaints courteously, consistently and promptly.


This procedure covers:

  • complaints about an organisation that is a current ASAP member (“Member”); and
  • complaints about ASAP (its service, staff or administration).

2. ASAP’s role (and limits)

Administrative intermediary only. ASAP is not a regulator, ombudsman, mediator, arbitrator, adjudicator or court. ASAP does not investigate disputed facts, determine fault/liability, or “find in favour” of any party.

For Member complaints, ASAP’s role is limited to:

  • confirming (where possible) whether the business is a current Member;
  • forwarding the complaint to the Member’s nominated contact; and
  • requesting that the Member acknowledges and responds.

ASAP will not:

  • negotiate, broker or impose settlements (including refunds/compensation);
  • act as the Member’s agent/representative; or
  • provide legal advice.

Any remedy is between the complainant and the Member (subject to contract terms and applicable law).

3. Membership standards / internal action

If a complaint indicates a potential breach of the ASAP Code of Conduct, ASAP may (at its discretion) consider it under internal membership processes. This is separate from the complainant’s dispute, may not result in a remedy, and outcomes may not be shared where confidentiality applies.

4. Scope

4.1 What ASAP can handle

ASAP can only handle a complaint where:

  • the business complained about is a current Member on the date the complaint is received; and
  • the subject matter is relevant to the Code of Conduct / membership standards.

Examples (non‑exhaustive):

  • health and safety practices;
  • clarity/fairness/transparency of terms and conditions;
  • data protection/privacy handling;
  • general professional practice standards expected from professionally operated short‑term rentals (and relevant Member suppliers/service providers);
  • responsiveness and cooperation in complaint-handling procedures.

If the business is not a current Member, ASAP will not progress the complaint and will usually signpost the complainant to raise it with the business and/or appropriate bodies (e.g., Citizens Advice, local authority, police, independent legal advice). ASAP is not responsible for any costs incurred due to the complaint.

4.2 Out of scope / refusal / closure

ASAP may decline to progress or may stop handling a complaint if it is:

  • anonymous (unless there is a compelling reason to consider it);
  • abusive, threatening, harassing or discriminatory;
  • vexatious or manifestly unreasonable; and/or
  • already subject to court/tribunal proceedings (ASAP may pause or close its file).

5. Relevant documents

This procedure operates alongside:

If there is a conflict, ASAP will apply these documents consistently, subject to applicable law.

6. How to complain about a Member (what to provide)

Please provide:

  • your name and contact details;
  • Member company name (and trading name);
  • booking reference, dates and property address (if applicable);
  • summary of the complaint (including dates/times);
  • steps taken to resolve directly with the Member (who/when);
  • the resolution sought;
  • copies of relevant evidence (booking confirmation, invoices, correspondence, photos);
  • if you are not the lead name on the booking: written authority from the lead booker/customer allowing you to raise the complaint and for the Member to communicate with you.

Send to:

  • Email: admin@theasap.org.uk
  • Post: ASAP, Unit 19.4 Highnam Business Centre, Newent Road, Highnam, Gloucestershire GL2 8DN

7. Data protection (UK GDPR)

ASAP processes personal data in accordance with:

  • UK GDPR and Data Protection Act 2018; and
  • the ASAP Privacy Notice (especially sections 2–9).

Key points:

  • ASAP uses personal data only when legally permitted (Privacy Notice section 4), commonly relying on performance of a contract, legitimate interests, or legal obligation.
  • ASAP generally does not rely on consent except for certain marketing (Privacy Notice section 4).
  • ASAP may disclose personal data to service providers, professional advisers, and regulators/authorities where appropriate (Privacy Notice section 5).
  • Individuals have rights (Privacy Notice section 9) and can contact ASAP at admin@theasap.org.uk (Privacy Notice section 1).

Sharing with the Member: To progress a complaint, ASAP will normally share the complaint and relevant supporting information with the Member so the Member can respond.

Data minimisation: Do not send unnecessary information. The Privacy Notice states ASAP does not collect “Sensitive Data” as standard (Privacy Notice section 2); avoid special category data unless strictly necessary.

Retention: Complaint correspondence is retained only as long as necessary, in line with the Privacy Notice approach (Privacy Notice section 8). The Privacy Notice “seven years” statement relates to “customers” and tax purposes and may not apply to all complaint records.

Your rights requests: Send to admin@theasap.org.uk.

8. What happens after a Member complaint is submitted

8.1 ASAP acknowledgement

ASAP aims to acknowledge receipt within 5 working days.

8.2 Initial checks

ASAP will check:

  • the business is a current Member;
  • the complaint is relevant to the Code of Conduct; and
  • there is enough information to forward it.

ASAP may request missing information. If not provided within a reasonable period, ASAP may close the file.

8.3 Forwarding and requested response times (targets only)

If in scope, ASAP will forward the complaint to the Member’s nominated contact and request that the Member:

  • acknowledges receipt directly to the complainant within 7 calendar days; and
  • provides a substantive response within 21 calendar days or explains any delay and provides a revised response date.

These are targets only; ASAP does not control the Member’s engagement, response times, conduct, or outcomes.

8.4 Direct communication and resolution

The Member corresponds directly with the complainant and handles the complaint under its own processes and terms and conditions.

8.5 If the Member does not respond

If the Member does not acknowledge or respond, ASAP may:

  • send reminders; and/or
  • record non‑engagement for internal membership standards consideration.

9. Outcomes and remedies

ASAP cannot compel a Member to offer a remedy or resolve a dispute. ASAP does not award refunds, compensation or other remedies, and does not make binding decisions. Remedies are between the complainant and the Member (subject to contract terms and applicable law). ASAP may signpost to independent advice (e.g., Citizens Advice Bureau) and/or independent legal advisers.

10. Criminality, safeguarding and serious risk

If there is immediate danger to health or safety, call 999.

If a complaint suggests criminality (e.g., fraud, theft, violence), safeguarding concerns, or serious risk (e.g., serious fire, gas or electrical hazards), ASAP will generally:

  • advise the complainant to report to the appropriate authority (e.g., police/101, local authority, environmental health, and/or fire authority);
  • consider notifying the Member that a serious allegation has been raised; and
  • pause or suspend administrative handling where appropriate pending authority enquiries/investigations.

ASAP is not an enforcement body and will not investigate criminal allegations.

11. Complaints about ASAP

To complain about ASAP’s service, staff or administration:

  • Email: admin@theasap.org.uk
  • Post: ASAP, Unit 19.4 Highnam Business Centre, Newent Road, Highnam, Gloucestershire GL2 8DN

ASAP aims to:

  • acknowledge within 5 working days; and
  • provide a substantive response within 20 working days or explain any delay and provide a revised response date.

Escalation: If dissatisfied, you may request escalation to the Chair of the ASAP Board.

12. Unacceptable behaviour

ASAP will not tolerate abusive, threatening, harassing or discriminatory behaviour toward staff or Members. ASAP may restrict communication methods or end correspondence.

13. Liability and disclaimers

  • No liability for Member actions/omissions: ASAP is not a party to the booking/contract and accepts no liability whatsoever for any act/omission of a Member, including failure to respond, investigate or resolve a complaint.
  • No warranties about outcomes: ASAP makes no warranties/guarantees about Member engagement, response times or conduct, whether a complaint will be resolved, or any particular outcome.
  • No duty of care assumed: Nothing in this procedure creates a duty of care owed by ASAP to a complainant in relation to a Member dispute, and no such duty is assumed.
  • Non-excludable liability: Nothing excludes/limits liability for death/personal injury caused by negligence, fraud/fraudulent misrepresentation, or any liability that cannot lawfully be excluded/limited.
  • ISAAP: ASAP has pioneered sector accreditation initiatives including ISAAP. ASAP may record complaint themes to inform standards/quality improvement; this does not make ASAP responsible for resolving individual disputes/complaints.